Business Profile

Auto Rentals and Leasing

Nü Car Rentals

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Pattern of Complaints

Complaints

This profile includes complaints for Nü Car Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

403 total complaints in the last 3 years.
123 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/09/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental for ***** Malibu 12/7-12/8/24 Amount: $214.95 Initial reservation amount: $73.66 Initially made a rental reservation for $73.66, and picked up the vehicle 12/7/24. Agent at rental center asked to initial on a screen with the initial line zoomed in (complete document not in picture). Never explained that it included a loss damage waiver of $63.98. They had me sign a document and folded up the document when handing it over to make sure you wont review it before picking up the vehicle. Called customer service and they take no responsibility for not explaining the extra charges before you sign.
Business Response
Date: 01/01/2025
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the *** fee and the frustrations it has caused.

We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.

Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our Phoenix Affiliate.

Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.

Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.
Customer Answer
Date: 01/02/2025
Complaint: 22661053

I am rejecting this response because:
Loss damage waiver was not explained at all during the transaction or that it was an optional waiver you are signing for. Ive rented multiple times from Hertz/Budget/Alamo and they clearly state what you are signing for and what is optional. All the any car rental agent was said I need 4 initials and zoomed into this document on the screen which COMPLETELY obscured the cost of charges. This is a very obvious scam tactic to avoid telling customers that they are paying for additional charges.

Regards,

****** Gabriel *******
Business Response
Date: 01/09/2025
Based on the rental documents, you agreed to sign up for the *** by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. Printed file wherein you used a pen

We do apologize but the charge remains.
Initial Complaint
Date:12/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Dec 4, 2024, I received a notification from my bank of a charge labeled as NU CAR RENTALS BURLINGGAME CA for $35.00. I have never rented a car from NU Car Rental and I did not authorize this payment. I would like it removed.
Business Response
Date: 01/08/2025
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the unexpected $35 fee and the frustrations it has caused.

Based on our system, you were charged for a No Show fee. Based on the Terms and Conditions of our Phoenix Affiliate, For TotalFlex - (Pay at Location), a credit card guarantee is required to reserve a vehicle. This card will be validated at the time of reservation, showing a temporary authorization of $1.00 on your statement. No actual charge will occur unless the renter does not pick up the vehicle at the expected pick up date and time of his reservation, in which case, a no-show fee equivalent to one day's rental or a minimum of $50.00 will be charged. You can refer this to the link below.

**********************************************************

May we know if you have called or notify Priceline (your booking Source) or NU that you are unable to pickup the vehicle?
Initial Complaint
Date:12/04/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My friend in ******* rented a car for us on Nov. *******. Using Priceline: Trip Number;688-845-745-18. Paid for on ********** in the amount of ******. I picked the car up near midnight on November 26. I gave the agent the trip number from Priceline stating that I wanting to confirm charges and not add any additional fee's. After some small talk he mentioned initial here for waiving additional charges and sign here. I initialed on a computer screen as well as signed a hard copy stating total charge of ******. There was no thorough explanation whatsoever from the agent as to what I was signed and initialing. As mentioned before I said I want to confirm a previous reservation. I asked about the exorbitant charges and he mentioned it was some deposit charges that will be refunded upon return. I looked at him confused but decided to move on. He also mentioned something about bringing the car in on empty. Again, I looked at him for further explanation but was given none. "Gas is cheaper here." I wanted to talk to an agent before the shuttle left for the airport, was unable. When arriving back home *********** I called and spoke with the first ******** service rep. ******* my case on not being fully aware of what I was signing. Having NO explanation from ******************. She stated you signed, you pay! I called the second ******** service agent asking for a manager. ******* told me she is not working now. You signed and now you pay! ******* (manager) called me back Dec. 3 at 8:00 PM. Again she mentioned you legally signed, should have read papers and now you are responsible. I mentioned it was preapproved with a confirmation for ******. I told the agent multiple times I don't want additional charges. I also mentioned the 300 refund is written in pencil. That was not there when I signed. I suggested we call the agent and speak with him. She said that is not possible and promptly hung up on me. Gladly resolve by paying my amount of ******
Business Response
Date: 01/08/2025
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra fees and the frustrations it has caused.

We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.

Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our Phoenix Affiliate.

Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.

Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.
Initial Complaint
Date:12/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We booked through expedia, paid for the car rental. When we were checking out, the gentleman told us "I got you" and put us in a *****, when we had requested a Dodge Durango. After checking out, we were charged an additional $800 after our paid up front price. They claimed it was for an upgrade that we did not request, nor were we made aware that there would be additional charges of any kind.
Business Response
Date: 01/07/2025
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra charge issues and the frustrations it has caused.

We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.

Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our Denver Affiliate.

Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.

Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.
Customer Answer
Date: 01/07/2025
Complaint: 22633128

I am rejecting this response because theres no resolution. Theyre simply offloading to their Denver Partner.
This is clearly their tactic in order to satisfy the Better Business Bureau and to avoid having to take real action on their part.
I will continue to pursue transparency for the benefit of the public.
Regards,

********* *****
Business Response
Date: 01/15/2025
Based on the rental documents, you agreed to sign up for the **** SLI, PAI, RSP and upgrade fees by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. Printed file wherein you used a pen

We do apologize but the charge remains.
Customer Answer
Date: 01/24/2025
Complaint: 22633128

I am rejecting this response because: As previously mentioned, this was not presented accordingly. It was falsely present in verbal context. None of the forms were explained. The agent just said, "I've got you" and "sign here and here and here."
We were not told or even give the time to read any of the forms. This is typical as I have found by reading other BBB, yelp and ******* interactions with this company. They con people into additional charges. I've rented cars with other companies and all forms are explained or given time to look over. All charges are reviewed. They do not do that, they just say "I got you" and then have you sign something without giving you the opportunity to review or read it.
Con artists. 100%

Regards,

********* *****
Initial Complaint
Date:11/22/2024
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During a trip to *******, I rented from NU auto rental. It was the worst rental experience I have ever been a part of and I rent 8-10 times a year. Upon arrival to the business from a shuttle from the airport, I checked in to get my reserved car. I was told that ******* had tolls and I needed to add in a toll package or I would be greatly charged after I returned it. I was told that gas prices in the area were $3.99 a gallon, so returning it empty and paying for their fill up was significantly less. Not only were those two things NOT true as I found out, but I was billed an additional $308.83 for those things and additional taxes... over the amount I had already paid. which was $156.07. I was not expecting to need to pay ANYTHING else, as with my numerous rental experiences from airport properties (which this claimed to be) I had never had that happen before. I had an airport rental the week before with NO additional charges. If I didn't truly need the car and would have had to shuttle back to the airport to find new transportation with no guarantee, I would have walked out. This was terrible customer service and no transparency. Charging me for things that were NOT needed (and telling me they were) and giving me false information is wrong. There were NO TOLL ROADS and gas prices were not what they claimed. The high taxes are also very questionable.
Business Response
Date: 11/30/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the toll and gas fees.

We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.

Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our Phoenix Affiliate.

Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.

Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.
Customer Answer
Date: 12/05/2024
Complaint: 22589319

I am rejecting this response because:
Other than saying in the response that the business would follow up, there was no response to how this would be made right. Am I being refunded? Is the "making it right" only a conversation with the business?
I would like to be financially made right, not just a reprimand given to the branch.

Regards,

****** ********
Initial Complaint
Date:11/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased original car rental agreement on *********. When I arrived at rental agency, I indicated that I already had auto insurance that specifically covered rentals. Agent told me that I had to opt into the insurance waiver and prepaid fuel options and it was required. I objected and told agent that I had my own insurance policy and it covered auto rentals. The agent told me that my objections would be notated to my account and I could file for refund after completion of rental. In addition to paying for the rental upfront through Priceline, I received a separate bill from this agency. In addition to the insurance waiver and fuel costs, there are several additional charges that are frivolous. Airport fee was charged even though the rental agency is NOT located at the airport. I submitted a refund request through *********. It was initially denied. ********* is going to reach back out to agency for additional assistance. I feel that the agency has been deceptive and less than forthcoming about this matter. I should not have been forced into obtaining additional services after objecting. I should not of been billed separately, as the original order was already paid for through Priceline. Since I did use some fuel, I am willing to pay for the fuel charge (even though I strongly opposed this option from beginning). The car was returned with a quarter tank of fuel. However the *** ($95.97), Rental surcharge ($17.53), Airport fee ($7.94), VEHICLE LICENSE FEE ($6.53), STADIUM SURCHARGE ($3.69), TRANSACTION PRIV TAX ($3.96), SHORT T VEH RENTAL ($3.44), and CC SURCHARGE ($5.93) should all be refunded. A total of $144.99.
Business Response
Date: 11/28/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra coverage issue and the frustrations it has caused.

We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.

Based on the rental documents, you agreed to sign up for the *** by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. Printed file wherein you used a pen

We do apologize but the charge remains.
Customer Answer
Date: 01/07/2025
Complaint: 22575806

I am rejecting this response because:

After reviewing the attached document from the rental agency, I strongly disagree with their decision and would like to formally submit a rebuttal.

While the response acknowledges discrepancies, it still declines to provide any form of compensation. Additionally, the response is vague, contradictory, and does not adequately address the issues raised. I feel Nu Car Rentals has been dismissive of the concerns outlined in my original complaint.

Despite emphasizing the importance of clear communication and transparency, they appear to rely on the rental agreementpresented after the fact and separate from the prepaid itineraryas justification to disregard the specific issues detailed in my BBB complaint.

As a good-faith gesture, I even offered to waive some of the disputed fuel charges. However, given their lack of transparency and accountability, I now feel justified in requesting a full refund for all of these additional charges.

I clearly informed the desk agent that already possessed personal auto rental insurance, and did not want to opt into the purchase of their insurance coverage, as well as the prepaid fuel options, but he insisted it was mandatory and required my initials on the rental agreement.

It is also important to emphasize that I had already paid for the full itinerary through ************* prior to this interaction.

Nu Car Rentals deceptive practices and dismissive approach to my complaint are deeply disappointing and reflect poorly on their commitment to customer service.

Regards,

******* *********
Business Response
Date: 01/15/2025
We understand your frustration.

However, may we know if you have presented a copy of your Declaration Page showing the list of your insurance coverage at the counter? Please be advised that it is needed so our rental location will know what your coverages are.

If you have this presented, please send us a copy of the insurance that you provided.
Customer Answer
Date: 01/16/2025
Complaint: 22575806

I am rejecting this response because the desk agent explicitly informed me that I was obligated to purchase the rental companys additional insurance, regardless of having my own separate insurance policy. I made it clear to the desk agent that I had personal auto insurance through Progressive auto, and even offered to provide documentation of my coverage. I specifically asked if my personal policy could be used, either in part or in place of the additional insurance, but the agent stated this was not allowed and that I was required to purchase the extra coverage.

Regards,
******* *********
Initial Complaint
Date:11/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from NU car for ****** when I turned in the car they kept my deposit and the prepaid fee and then another ****** for counter products. It was a total of ****** and change When I said that I only paid ****** for 4 days they told me I have signed for counter products and never returned my deposit or any extra charges.
Business Response
Date: 11/27/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra charge issue and the frustrations it has caused.

We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.

Your concerns are taken seriously, and we would like to rectify the situation promptly. To better understand the specifics of your issue and work towards a resolution, we kindly ask you to provide us with the following:

1. Signed Rental Agreement
2. Final Invoice/Contract

If you don't have these documents, please share with us your rental details.

1. Confirmation # ending in NU
2. Pickup date/time
3. Primary driver's name
4. Destination Airport or Pickup location
Customer Answer
Date: 12/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ****
Initial Complaint
Date:11/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a rental car from 10/19/2024- 10/25/2024. I was given a rental car with expired registration but didnt find out until I had had it a few days and was given a citation for expired registration. I notified the company. The phone number posted online is a National number and when asked for a number for the local company they said it is a text only number. I messaged them about the ticket and was told to bring it upon returning the car. I dropped the car off and gave the ticket to the employee. He wasnt sure what to do with it so he asked a coworker. I heard the coworker say oh yeah, thats the third ticket weve got for this car. The *** is way behind on getting us our new plates. In the state of CA, if that car gets five citations for expired registration it will be towed. That would horrible if that happened to another customer while they had that vehicle. The car doesnt need new plates it just needs a new year sticker. That shouldnt take long. In fact I googled how long does it take to renew car registration in ********** and it said The time it takes to renew a car registration in ********** depends on the method used:*** Kiosk:Instant if all requirements are met;Online:One week;Phone:One week;Mail:Two weeks. That registration had been expired for eight months. There really is no excuse to be lending out cars with expired registration when renting out cars is your business. The agreement we entered with Nu Car implies a condition of good faith and fair dealing on their part to provide us with a vehicle that was legal to drive. That did not happen. I am asking for a full refund of $450.10 due to Nu Car not holding up their part of the rental agreement. I have contacted them with my complaint and have had no response. Their ********* location has thousands of one star reviews on ******. I wish I would have known that before hand. They obviously have a lot of issues.
Business Response
Date: 11/26/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the expired tag and the frustrations it has caused.

Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our San Diego Affiliate.

Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.

Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.
Customer Answer
Date: 11/26/2024
Complaint: 22571685

I am rejecting this response because: I have contacted the San Diego division of Nu Car affiliate multiple times myself and have receive no response. This does not solve my problem. I need a refund for the rental car due to the contract being broken by Nu Car.

Regards,

******* *****
Business Response
Date: 12/05/2024
Please see the response that we received from our San Diego Affiliate.

Attached is the rental agreement. We will not be issuing a full refund of the rental they used in its entirety. Please note that the customer also received a parking citation during the time of their rental and they were charged accordingly per their contract.

VIOLATION OF SIGNS--LOC. 1875 *************
CIT. # *********
ORG. TICKET $52.50
ADMIN FEE $75
Customer Answer
Date: 12/05/2024
Complaint: 22571685

I am rejecting this response because:
There is an implied contract of good faith and fair dealing that when renting a car from Nu Car I would be provided with a vehicle that was legal to drive. I was provided with a vehicle that had expired registration and was therefore illegal to drive. Nu Car violated that implied business contract. And its not like the registration had been expired for a few days. The registration had been expired for eight months. To obtain a new registration should take no longer than two weeks max. That car had also received two other tickets for expired registration prior to renting it out to me. So you were well aware of the issue and still rented out that vehicle. You bring up the other citation I received while renting the vehicle like it has something to do with the issue at hand and it doesnt. That citation is under review. I parked in a disabled parking spot with my disabled placard visible yet got ticketed for parking in an electric vehicle charging stall when there was no EV charging only sign posted. My images wont upload but it, again, is under review with the City of ********* and has nothing to do with the issue at hand.
Regards,

******* *****
Initial Complaint
Date:11/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a car to rent on Expedia. It was through a company at the airport in *******. Nu Car Rentals. I rented a Mini ****** for $20 a day. I paid $67 online for 2 days. I picked it up a few miles from the airport (not disclosed). There was a shuttle but no directions. I believe I am a victim of Bait and Switch tactic. The Mini ****** turned out to be an electric vehicle. The **************** person (****) asked if I had made reservations for electric fuel that took 5 hours to fill. The range was very short for each fill up. He said that there were no places to get the recharge away from the city. I had not been aware of the electric vehicle status until then. There was NOTHING on the ad in Expedia. When I checked it a day ago it is all new advertising and prices and clearly says electric vehicle in bright letters. **** suggested a ***** Malibu. It was going for $28 a day on Expedia the day I booked my reservation. I had initially wanted that before I changed to save money. **** also said that said they couldn't find the $67.76 that I had already paid. This is confusing as the charges did not reflect his statements. They charged me an additional $111.36 for a total of $179.12 for a $28 car that is now advertised for $35. I signed an online pad without a chance to review these charges. I did not have the wherewithal to take a shuttle and tram back to the airport rental area and then find a car rental. They emailed me receipts for the charges which I am enclosing. I had to extend the car for one day. I used a text they had sent to click on and did not receive any notice about increased charges, it said that it would remain the same. I did call their customer service number and expressed concern about the charges. She told me my total would be $249. They took $539.12 total from my checking account. I have asked **** to refuse this but it has yet to be resolved. I am happy to speak to you. I did bring the car back 2 hours late.
Business Response
Date: 11/26/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the upgrade fee and additional day fees.

We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.

Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our Phoenix Affiliate.

Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.

Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.
Customer Answer
Date: 12/04/2024
Complaint: 22569253

I am rejecting this response because: There is NO WAY a $67 rental can become a $550 charge for 1 extra day. NO ONE can rent the electric car that you did not disclose in the advertisement.
Something is desperately wrong with the way you are doing business. I demand the original requested refund.

Regards,

***** ********
Business Response
Date: 01/13/2025
Based on the rental documents, you agreed to sign up for an upgraded vehicle by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. Printed file wherein you used a pen

On the other hand, the Final Invoice shows that you rented the car from 10/30/2024 11:40 AM until 11/02/2024 02:03 PM. Please be advised that A rental day consists of a 24 hour period. Hence, you were charged for an extra day.

We do apologize but the charge remains.
Initial Complaint
Date:11/15/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
October 18th, 2024 ******* to pick up a rental car. Was told my insurance coverage did not meet *********, ************** minimums. NU Car agent stated that I could not contact my insurance carrier to increase my coverage. He stated I had to have done it two months prior to renting the car in order to be accepted. I questioned where this was documented, and he did not disclose only reiterated that I would be required to purchase their coverage in order to rent the vehicle.Later I discovered that the agent LIED about this as it is not documented in my agreement nor in their policies about changing insurance coverage two months prior to renting their car. I was COERCED into purchasing their bogus coverage under false pretenses when I didn't have to. My insurance carrier Progressive was capable of increasing my limits on the spot when I contacted them about this. ******* Rental is a sham!!! I want my $72.00 back.
Business Response
Date: 11/30/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra coverage issue and the frustrations it has caused.

We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.

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Nü Car Rentals is NOT a BBB Accredited Business.